Unprofessionalism at its best!

I paid an account in full and closed it in the year 2017. However this account comes up as active when checking my credit score and is causing quite a problem as I have closed it and have no outstanding balance with stores. I have been calling the contact centre since last year to be dealt unprofessional call centre agent. And have emailed the Rage ITC team in 2020 (3years later) to have this sorted till today no one has followed up nor taken initiative to have this sorted.